In the event that you are not satisfied with your purchase, simply return it within 30 days from the date of delivery. Please keep in mind that all returns must be unused, unwashed and undamaged and all packaging, labels and tags must remain intact and be attached with the item. Promotional items, flash sales, clearance items and any items marked as "final sale" are not eligible for partial refunds, exchanges, or returns. All sales are final.
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. If you are unsatisfied for any reason with your purchase, you can initiate a return or exchange up to 30 days from the date of delivery. For all eligible returns, item(s) must be unused and undamaged and labels and tags must remain intact and returned in their original packaging. Otherwise, the item may not be eligible for return.
To initiate a return for an exchange or refund, please email us at Help@xotup.com stating your reason of return and attach images/video of the product. Once your request is approved, we may request the tracking numbers of your item(s).Please send all returns to: 11201 Ed Brown Rd Charlotte, North Carolina 28273, United States or If you are returning from any of the European courtiers including The Untied Kingdom Please send all retunes to : Travessía Prat de la Riba, 91-95 08849 Sant Climent de Llobregat Barcelona, Spain
We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Xotup. In the event that you are unable to ship the item out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your the original method of payment. Please note that all refunds are processed within 3 business days.
Order Cancellation before Shipment:
If you need to cancel your order, you must cancel within 24 hours to receive a full refund. Contact us via Help@Xotup.com to have your order cancelled immediately. Please provide the order details, including order number, receiver's name and/or email address. Your refund will be processed and a credit will automatically be applied to the original method of payment within 2-5 business days.Order Cancellation after Shipment:
If you need to cancel after 24 hours of the order and before the item is delivered, you will receive a full refund but a minus 25% of item restocking fees will be applied. After receiving your returned item, the full refund minus restocking fess will be credited back to your original payment within 2-5 business days.
If you feel you have received a faulty or defective product, we want to quickly correct the problem, please contact us at Help@xotup.com before returning the item.
Received the Wrong Item:
We follow careful order picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you free-of-charge return shipping label. After receiving your returned item, please send us an email to Help@Xotup.com indicating your order details. We will, upon request, send you the correct item or issue the full refund.
Item Damaged during Transit:
In the unlikely event your item arrives to you in less than perfect condition, please reject the delivery immediately and get in touch with us at Help@Xotup.com We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or video of the defective product.
Missing or Lost Item:
If you suspect your package is missing or lost, please email our customer service team at Help@Xotup.com with the order number as well as the tracking number so that we can initiate a lost package claim. This claim will help in the recovery of your missing or lost package. Process will take 7 days until a formal confirmation can be received from the shipping company.
For Additional Assistance:
If you cannot find what you’re looking for in our Return Policy, please visit our Contact Us page for additional customer service assistance.